Senior Customer Care Executive – BPO – Experience in CRM Preferred

Houston Skilled Consultancy is hiring experienced and motivated Senior Customer Care Executives for its Pune-based BPO operations. This position is ideal for professionals with a strong background in customer service and hands-on experience with CRM tools. As a Senior Executive, you will play a key role in handling escalated customer concerns, mentoring junior staff, and ensuring a superior service experience for clients in domestic and international processes.
Key Responsibilities
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Manage complex customer queries via phone, email, or chat with professionalism and empathy.
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Utilize CRM software to log customer interactions, track complaints, and resolve issues efficiently.
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Take ownership of escalated calls and provide appropriate solutions within defined timelines.
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Monitor and guide a team of junior customer care executives to improve call quality and productivity.
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Ensure adherence to service level agreements (SLAs), quality benchmarks, and compliance standards.
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Conduct periodic follow-ups with customers to ensure issue resolution and satisfaction.
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Generate daily/weekly reports related to call handling, issue resolution, and feedback analysis.
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Collaborate with cross-functional departments to improve customer experience.
• Required Skills and Qualifications
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Bachelors degree in any stream (preferred in Business, Communications, or related fields).
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Excellent verbal and written communication skills in English; knowledge of Hindi/Marathi is an added advantage.
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Proficiency in using Customer Relationship Management (CRM) tools like Salesforce, Zoho, Freshdesk, etc.
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Strong problem-solving abilities and ability to remain calm under pressure.
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Good listening skills, patience, and emotional intelligence while dealing with customers.
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Basic computer proficiency – MS Office, email handling, web navigation.
• Experience
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Minimum 2 to 4 years of experience in a BPO or call center environment.
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Prior experience in handling customer escalations and mentoring teams is highly desirable.
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Hands-on experience working with CRM systems is mandatory.
• Working Hours
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Rotational shifts (including night shifts for international processes).
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6 days a week with 1 rotational week off.
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Flexible to work on weekends and holidays as per business requirements.
• Knowledge, Skills, and Abilities
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In-depth understanding of customer service metrics like FCR, CSAT, AHT.
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Ability to train, guide, and upskill junior team members.
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Multitasking and time management skills with attention to detail.
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Adaptability to dynamic work environments and changing customer needs.
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High level of accountability and integrity in managing customer information.
• Benefits
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Competitive salary with performance-based incentives.
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Health insurance and wellness programs.
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Paid leaves and attendance bonuses.
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Career advancement opportunities within the organization.
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Employee referral bonuses and engagement programs.
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Hands-on training in the latest CRM technologies and customer engagement practices.